⚡ Quick answer -

Web: Sign in → Manage → Departments → Add New (or ⋮ Edit) → fill/adjust Name, Extension, Manager, Users → Save.

Mobile: More → Settings → Departments → (+) or ⋮ Edit → complete fields → Save.

Delete: Manage → Departments → ⋮ Remove → type DELETE to confirm (department must not be used in an active IVR).

1. When to use this guide

Use this article if you need to create, rename, or reconfigure a department so calls reach the right team. Common examples include adding Sales, Support, or Billing groups during onboarding.

2. What are departments?

Departments are groups of users (e.g., Sales, Support, Billing) that receive and handle specific types of calls. They make IVR routing simple (e.g., “Press 1 for Sales”), keep teams organised, and enable department‑level reporting.

3. Before you begin

• Role required: Account Admin or Owner.
• Have ready:
• The department name (max 30 characters).
• Extension number (3–5 digits, unique).
• The manager’s user ID (already created in Users).
• A list of user IDs to receive calls.
• Optional: Decide if you want a custom ringing time (default  25s).

4. Add a new department (web)

1. Sign in to your MyOperator panel: https://panel.myoperator.com
2. In the left navigation, click Manage → Departments.
   

Alt text: Adding a new department

3. Click Add New.
4. Fill the form:
• Department Name – e.g., Customer Success.
• Manager – choose from the dropdown.
• Extension – e.g., 105.
• Users – tick team members.
5. (Optional) Expand Department settings for callflow → adjust Ring time.
6. Click Save. You’ll see a green “Department added successfully” banner.

5. Add a new department (mobile)

Tip: The mobile steps mirror the web UI but menus appear at the bottom.

1. Open the MyOperator Android or iOS app and log in.
2. Tap More → Settings → Departments → +.
3. Complete the same fields as the web flow, then tap Save.

6. Edit an existing department

What information can be updated once the department is added?

You can edit these fields anytime:

• Department name
• Department manager
• Department extension/number
• Department members (add/remove users)
• Department call flow (optional: rules that control how inbound calls are routed)

Steps:

• Go to Manage → Departments.
• Find the department and click ⋮ → Edit.
• Update the desired fields.
• (Optional) Change Ring time under Department settings for callflow.
• Click Save.

Alt text: Editing a department's information

7. Expected result

• New or updated departments appear immediately in the list with a green status dot.
• Inbound calls to the department’s extension route to selected users.

8. Connect or add more departments to your IVR call flow

1. Go to Calls → Design Callflow and open your IVR/call flow.
2. Select the IVR/Menu option you want (e.g., “Press 1 for Sales”).
3. Set the destination to the Department/Queue you created.
4. Review no‑input/wrong‑input behaviour and fallbacks.
5. Click Publish.

Alt text: Setting the department in call flow

9. Troubleshooting

10. How do I delete a department in MyOperator?

Prerequisites

Web dashboard steps

1. Sign in to the MyOperator dashboard.
2. Click Manage ▸ Settings ▸ Departments.
3. Locate the department in the list.
4. If the Remove button is visible, click it.
5. Type DELETE in the confirmation dialog, then select Confirm.

Mobile app steps

1. Tap Menu ▸ Settings ▸ Departments.
2. Touch the ⋮ menu beside the department.
3. Select Delete, then confirm.

Next steps & escalation

If you still need help, contact our 24×7 chat from the panel footer or email support@myoperator.com with the department ID.